Thanks for sharing this idea Ryan. Do your CSMs primarily work in Gainsight or do they also work in Zendesk? It would be helpful to know if the user creating the risk CTA from Zendesk is the same person who would be taking action against that risk in Gainsight (Cockpit).

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Our CSMs primarily work in Gainsight, but I work in both. I will occasionally create a CTA for myself but usually I'm assigning one to others.

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@dan_ahrens Our Success team works out of Gainsight and Zendesk as well, but I also see a Support rep creating the ticket for the Success Team member working out of Gainsight.

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Thanks guys. The original intent here was that Support (Zendesk users) would collaborate with Customer Success (Gainsight users) via the integration. The workflow in mind was that a support rep would identify a risk that the CSM needed to follow up on, and would create the CTA, but the CSM would be best informed on the exact playbook and process to follow for that specific risk (rather than let the support rep dictate the process that the CSM should follow).



There's also a practical measure as well, given the limited real estate and functionality in the Gainsight widget for Zendesk. For those reasons we felt the playbook assignment was best done within Gainsight.

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